Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
24,511 questions
lost access to authenticator and device
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Paul K. Dalpiaz
0
Reputation points
I lost access to my authenticator app on my phone and now I can not log into my MS account. It is not giving me the option for a password only, email code, text code. Only authenticator which I can no longer use. How do I get this resolved?
Microsoft Entra ID
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Raja Pothuraju 22,095 Reputation points Microsoft External Staff Moderator2025-04-16T20:59:00.3633333+00:00 Hello @Paul K. Dalpiaz,
Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.
In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.
To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:
- Contact phone number (add +Country code)
- Contact email address
- Global admin email address (affected account)
- Country
- TimeZone
Please send me the detail via private message.
We can then connect offline to discuss further and assist you in resolving this issue.
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Raja Pothuraju 22,095 Reputation points Microsoft External Staff Moderator
2025-04-18T22:21:28.63+00:00 Hello @Paul K. Dalpiaz,
I just wanted to check if you'd be interested in taking this offline to get this resolved. Please share the necessary details in private message so I can proceed with engaging the Data Protection team.
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Raja Pothuraju 22,095 Reputation points Microsoft External Staff Moderator
2025-04-24T20:52:57.01+00:00 Hello @Paul K. Dalpiaz,
I just wanted to check if you'd be interested in taking this offline to get this resolved. Please share the necessary details in private message so I can proceed with engaging the Data Protection team.
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